We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4777 results
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Decision Reference DRN-4088471
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4088471 The complaint Mr D has complained that the gambling block added to his account by Monzo Bank Ltd (“Monzo”) failed to stop gambling transactions from leaving his account. Background Mr D has an account with Monzo. In May 2021 he contacted the bank to make it aware he had a compu... (2 pages)View decision -
Decision Reference DRN-4702908
24 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4702908 The complaint Miss P complains that JP Morgan Europe Limited trading as Chase failed to close or freeze her account when she requested it. She has an addiction and as a result spent large sums of money on gambling. What happened In August 2022, Miss P complained to Chase that d... (5 pages)View decision -
Decision Reference DRN-3861578
24 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3861578 The complaint Mr D has complained that he was able to make gambling transactions through his Monzo Bank Ltd account despite having a gambling block in place. Background Mr D opened a bank account with Monzo in May 2022. In July 2022 he contacted Monzo to say that despite having... (3 pages)View decision -
Decision Reference DRN-3659880
14 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3659880 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard increased the credit limit on his credit card when he couldn’t afford the repayments. He also said that Barclays failed to take account of his gambling problems, though he used it for gambling. What h... (5 pages)View decision -
Decision Reference DRN-5450288
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450288 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) allowed gambling transactions to be processed on his account, even though he had a gambling block in place. What happened Mr M complained that Monzo Bank allowed multiple gambling transactions to overseas compan... (3 pages)View decision -
Decision Reference DRN-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (3 pages)View decision -
Decision Reference DRN-5392940
9 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392940 The complaint Mr H complains that Barclays Bank UK PLC hasn’t addressed his gambling addiction or taken his attempts to tackle the problem seriously. He complains that Barclays didn’t block gambling transactions and wants his gambling transactions refunded for the last five ... (4 pages)View decision -
Decision Reference DRN-4825350
17 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4825350 The complaint Mr S is unhappy that Monzo Bank Ltd allowed him to make payments to gambling companies despite having a gambling block on his account. What happened Mr S has a gambling addiction and applied a gambling block to his Monzo account. The gambling block was supposed... (3 pages)View decision -
Decision Reference DRN-4612341
27 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4612341 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) allowed him to use his account for gambling transactions despite there being a merchant block in place. What happened Mr T has an account with Barclays. Mr T contacted Barclays regarding payments that had come ... (2 pages)View decision
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